If something has gone wrong

1. Tell us first

If something has gone wrong, tell us before you tell anyone else. Most problems are a misunderstanding about scope, a missed message, or a fee that was not explained well enough, and all three are quicker to fix directly than through anybody's formal process.

You do not need to use the word "complaint" and you do not need to write it in any particular way. Say what happened and what you want done about it.

2. How to reach us

Email: marketing@svfinancial.ca, with "Complaint" in the subject line.

In writing: SV FINANCIAL CONSULTING CORPORATION, Mississauga, Ontario, Canada.

Include your name, the best way to reach you, the engagement or invoice reference if you have one, what happened, and what outcome you are looking for. If your complaint is about a specific document or message, attach it or tell us the date, so we are looking at the same thing you are.

If your complaint is about a particular person here, you can say so, and it will not be handled by that person.

3. What happens next

1. We acknowledge it and tell you who is handling it and how to reach them.
2. We look into it. That means reading the file, reading the correspondence, and speaking to whoever was involved. If we need something from you to make sense of it, we ask once and clearly rather than in pieces.
3. We give you an answer with reasons. In writing. If we got something wrong we say so, we say what we are doing about it, and we say what we are changing so it does not happen again. If we do not agree with you, we tell you why, and we tell you what you can do next.
4. If it will take longer, we tell you that rather than going quiet, and we tell you when to expect the answer.

4. If our answer does not resolve it

You are not limited to our process, and using it does not remove any other right you have.

About your personal information. If your complaint is about how we collected, used, disclosed or protected your personal information, and our answer has not resolved it, you can complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca. Our Privacy Policy sets out your rights and how to exercise them.

About fees, cancellation or a refund. The Fees, Refunds and Cancellations page sets out what we do and what we owe in defined situations. If you believe a consumer protection right has not been honoured, Ontario's Ministry of Public and Business Service Delivery handles consumer complaints, and the Consumer Protection Act, 2002 sets out the rights that apply to agreements made over the internet and to services delivered in the future.

About a United States tax filing. If your concern is that tax return information has been used or disclosed improperly, you can contact the Treasury Inspector General for Tax Administration at 1-800-366-4484.

Professional credentials. Our credential position is set out in full on the Professional Disclaimer and Credential Disclosure pages, including what this firm is and what it is not, and who reviews and signs work. If your concern is about the conduct of a credentialed individual, those pages tell you which body holds that credential.

5. What we do with complaints

We keep a record of every complaint, what it was about, and how it ended. It is read for patterns, not filed and forgotten. Where a complaint shows that a process is wrong rather than that one thing went wrong once, the process changes.

Complaint records are held under the retention rules in our Privacy Policy.

6. Contact

Complaints: marketing@svfinancial.ca

SV FINANCIAL CONSULTING CORPORATION, Mississauga, Ontario, Canada.